QA & Major Incident Manager

Summary

Join ConnectOS, a top-rated Philippines employer, and contribute to their cutting-edge converged IT services. This Quality Assurance/Service Management role requires 5+ years of experience in QA or service management, including 3+ years in a leadership position. You will develop and implement a QA framework, conduct process audits, drive continuous improvement, and manage problem and major incidents as part of a 24/7 MIM roster. The position demands expertise in ITIL processes and ITSM tools (ServiceNow preferred). Enjoy benefits such as WFH, medical/dental/life insurance, paid leave, a competitive salary, and various other perks.

Requirements

• 5+ Years of Experience in Quality Assurance or Service Management: Proven experience in a quality assurance, service delivery, or service management role within a managed services, IT, or technical environment
• 3+ Years in a Leadership Role: Demonstrated experience leading a quality assurance team or a service delivery function, preferably in a managed services or IT service management (ITSM) context
• Experience in ITIL Processes: Extensive experience with ITIL processes, particularly Incident Management, Problem Management, and Service Request Management
• Experience with Service Management Tools: Hands-on experience working with ITSM tools, ServiceNow preferred
• MIM Experience: 3+ years’ experience as a Major Incident Manager

Responsibilities

• Develop and Implement QA Framework: Design, develop, and execute a robust quality assurance framework that covers all aspects of managed services, including Incident Management, Service Request Management, Problem Management, Knowledge Management and customer interactions
• Process Audits and Compliance: Conduct regular audits of service delivery processes to ensure compliance with established standards, protocols, and best practices, such as ITIL and other industry standards
• Continuous Improvement: Identify opportunities for continuous improvement in service delivery through root cause analysis, performance metrics, and customer feedback
• Own and continuously improve the Problem management process (Accountable)
• Conduct regular Operational Problem Management Meetings
• Run Major Incidents
• Part of a 24*7 MIM roster

Preferred Qualifications

• Working with an MSP experience is highly desirable but not mandatory
• Service Management Systems: Proficiency in using IT Service Management (ITSM) tools. (ServiceNow preferred)
• ITIL v3/v4 Foundation certified; Intermediate Operations ITIL certification is desirable

Benefits

• WFH
• Medical, Dental Coverage and Life insurance
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities